Last week, I had the pleasure of traveling to the NASPO (National Association of State Procurement Officials) Conference in Denver, CO and then on to Virginia Beach to attend the VASCUPP (VA State higher education procurement professionals) Conference. Over the years, I have traveled through MANY airports and interacted with thousands of airline/airport employees. As many of you know, airports can be hectic and stressful environments. And, when travelers are not happy, they often take it out on airport employees who really have nothing to do with their problematic situation. Not surprisingly, airport employees can sometimes come across as curt, disengaged and unconcerned about your true travel experience. It's not too often I encounter an airport employee who really seems to love what they do and is genuinely concerned about a travels' experience in their airport. Imagine my surprise when I found that in the bathroom of a Charlotte, NC airport!
So, there I was, deplaning from my Denver flight in Charlotte, NC in the US Airways terminal. As I approached the ladies restroom, I noticed all the women coming out of the restroom were either smiling or chuckling. As I came around the corner, I could hear this booming ladies voice welcoming all who entered her "workplace"...."Come on in ladies....I have a room waiting for you! Don't be shy....I promise every seat is clean and I promise I'll take care of you!" So, there before me was this woman, probably in her fifties, hair pulled back in a bun with a big smile on her face. She walked me to my stall, close the door and says "ANYTHING you need, you just holler....I'm here for you ladies"...It was hilarious. During my time in that restroom, she greeted each visitor with a big smile, a welcoming spirit, exceptional customer services, a few jokes.....and she made sure that every traveler knew that she CARED about how their day and their travel was going.
And so there you have it.....I found one of the greatest examples of customer service and joy from a bathroom attendent in a NC airport. As I was getting ready to leave, I approached her, shook her hand, gave her $10 and told her that she was by far the best airport employee I had EVER encountered in my many travels over the years. I thanked her for caring about what she did, about caring about who she came into contact with and for clearly being a blessed individual. She told me she was just glad to have a job, wanted to help people have a good day and bring a smile to their face. And that she did.
As I was walking to my connecting flight, I stopped another employee and asked if they knew who her supervisor was, so I could share my experience and ensure they knew what an exceptional employee they had on their hands. The woman I talked with shared with me how great it was to get this type of feedback on the cleaning crew. They had recently had a pay restructuring, which dropped their hourly play significantly and allowed them to collect tips instead (somewhat similar to food service employees). She shared that it had been tough on those workers. So, imagine the situation where a woman in her mid-fifties is likely not making a living in the job of her dreams, but is rather making sure that she was employed and able to take care of her family. And then to learn that her income now more heavily depended on tips within the ladies restroom......puts life in perspective doesn't it?
So, if the bathroom attendent in the NC airport can find joy in her job, and can share that joy with all those she encountered, are we all doing the same in our roles? Do you find the joy in your job? Do you make sure that the customers you encounter every day know that you enjoy what you do, that you care about them and that you are there to help? Do you bring smiles to faces or furrows to brows? Are you making a positive difference in the lives of others? If not......what's the plan to change that? Life is certainly to short to waste time not doing what you love. And if you love what you do, let your soul, your face and your heart know it....and let the world around you know it.
And thank you, North Carolina Airport, for hiring a fantastic woman.
Marcheta